User Support Specialist

Summary

Join Hello Heart, a company revolutionizing heart health care, as a Tier 2 User Support Specialist. You will provide comprehensive support to users, requiring excellent communication and problem-solving skills. Responsibilities include troubleshooting technical issues, handling escalated inquiries, managing tickets, and updating knowledge bases. The role demands 1+ years of customer support experience in SaaS or digital health, familiarity with Zendesk or similar systems, and the ability to work independently in a remote environment. The position is based in the PST or MST time zone with a salary range of $55,000-$65,000. Spanish proficiency is a plus. Hello Heart offers a positive and supportive work culture.

Requirements

• Must be currently located in PST or MST time zone
• Expected working hours: Monday - Friday / 9 AM - 5 PM PST
• 1+ years of customer support experience at a SaaS or digital health company
• Previous experience with Zendesk or equivalent support ticketing system
• Proven experience identifying, debugging, and documenting technical issues
• Proven ability to multitask and prioritize in a fast-paced environment
• Self-motivated with the ability to work independently in a remote environment

Responsibilities

• Become a product expert and provide clear, empathetic guidance to customers as well as internal partners on Hello Heart functionality
• Identify, document, troubleshoot, and report technical issues with our hardware and software, involving the Tier 3 team when needed
• Handle escalated customer inquiries via phone and email
• Manage and follow up on tickets to ensure timely resolution and to maintain high customer satisfaction (CSAT) while meeting established Service Level Agreements (SLAs)
• Maintain consistent ticket volume and a high quality of ticket handling
• Assist with updating and maintaining our internal knowledge bases and external self-help documentation (FAQs)

Preferred Qualifications

Working proficiency or fluency in Spanish is a plus

Benefits

The US base salary range for this full-time position is $55,000.00 to $65,000.00